Building a Quality Form – Part I (e-Learning):

This self-paced, 3-module e-Learning program outlines the steps for developing a comprehensive quality monitoring evaluation form. Students will learn about the overall process for identifying call performance standards that are objective, measurable and coachable.

Call center management must define every single performance expectation down to specific behaviors that can be identified and measured objectively. This session discusses how to set smart performance goals and develop a balanced system of measures to ensure that positive/negative behaviors are being inspected and recognized appropriately.


Module 1 - Most common mistakes made on quality evaluation forms
Module 2 - Aligning quality standards with company and call center goals
Module 3 - Making standards objective and measurable
Seminar attendees will learn to:

- Identify common mistakes made on quality forms and how to avoid them.
- Align monitoring form objectives with corporate and call center goals.
- Identify behaviors that are objective and measurable.
- Organize your form for efficiency and ease of evaluation and reporting.
- Identify skill sections and behaviors unique to three call center industries: sales, financial services and healthcare.

Price: $150 (Single-user, 30-day license)


The Call Center School
568 Grant Highway
Lebanon, TN 37090
phone: 615-812-8400
fax: 866-452-2122